Open to opportunities

Olga Yermak

@olgayermak

Message

VIP Account Manager and client services leader driving retention and growth.

Georgia

Message

What I'm looking for

I seek a role leading VIP/client success or operations where I can drive retention, mentor teams, use analytics to improve performance, and contribute to growth in a collaborative, data-driven company.

I am a results-driven VIP Account Manager and Client Services professional with over 8 years of hands-on experience in onboarding, support, reporting, and analytics. I specialize in building strong VIP relationships, creating customized welcome programs, and delivering dedicated multi-channel support to high-value customers.

I have led, coached, and developed teams of account managers, created retention strategies and VIP promotions, and produced data-driven reports to improve operational efficiency and player satisfaction. My technical background includes application support, integrations, and use of analytics tools such as Looker, Mixpanel, and Google Analytics.

I am seeking new opportunities to apply my expertise in VIP account management, customer success, and operations to drive growth and loyalty. I am ready to relocate and bring a blend of interpersonal, analytical, and technical skills to a mission-driven team.

Experience

Work history, roles, and key accomplishments

Current

VIP Account Manager

Current

N1 Partners

Oct 2024 - Present (11 months)

Onboarded and retained high-value players by creating customized welcome kits, live Q&A sessions, and dedicated VIP support, improving player satisfaction and loyalty; led and coached a team of VIP account managers.

Account Management Onboarding Customer Support Intercom WhatsApp Reporting Team Leadership

Operations / Onboarding Manager

CrocusApps LLC

Jan 2024 - Sep 2024 (8 months)

Onboarded customers with customized welcome materials and knowledge bases, established long-term player relations through regular check-ins, and created reports and retention strategies to improve operational efficiency.

Onboarding Customer Success Knowledge Base Reporting Retention Strategy Customer Support CRM

Application Support Specialist

Productive Playhouse

Nov 2022 - Jan 2023 (2 months)

Performed audio transcription tasks and provided technical application support including troubleshooting, installation, configuration, demos and maintenance to improve service reliability.

Transcription Troubleshooting Application Support SaaS DaaS Performance Testing Technical Documentation

Client Services Operations Analyst

Lyte

Aug 2021 - Aug 2022 (1 year)

Provided operational support for client accounts, created integrations with partner systems, generated reports in Looker/Excel/Mixpanel, and supported launches and marketing campaign activities.

Client Services Integration Looker Google Analytics Mixpanel CRM Reporting Jira Asana

Application Support Specialist

Leveris

Jan 2020 - Jul 2020 (6 months)

Provided technical and non-technical client support, managed onboarding with KYC/AML checks, and reported on application performance and SLA adherence while handling incident and problem management.

Application Support KYC Incident Management Reporting SLA Management Client Communication Troubleshooting

Application Support Specialist

AppXite

Feb 2019 - Jan 2020 (11 months)

Provided 24/7 support for web and client applications, analyzed integration issues, worked with Microsoft Cloud technologies, and collaborated with customers and developers to implement solutions.

Configuration Management Escalation Management

Customer Support Specialist

SpurIT

Nov 2017 - Feb 2018 (3 months)

Provided end-user support via email, live chat and phone, resolved technical issues, escalated to development teams, and maintained a knowledge database to improve support quality.

Customer Support Live Chat Email Support Phone Support Troubleshooting